OTRS-ITSM 2.0 Moves Further to ITIL

The IT Service management module of the Open Ticket Request System (OTRS) adopts another ITIL process in version 2.0: change management.

Up to now, the OTRS-ITSM software collection supported the IT Infrastructure Library (ITIL) processes incident management, problem management, service asset and configuration management (CMDB/CMS), request fulfillment management, knowledge management and service level management. In the new version 2.0, change management was also added. The ITSM module, which requires an OTRS installation, is available for download along with the other OTRS packages as an OPM file on the OTRS AG website.

OTRS is free software under the GNU Affero General Public License that stipulates that even service programs must provide their users open source even if they aren't specifically used on the desktop. Since 2007, OTRS has made its service management via ticketing available to firms that conform with ITIL.

The KDE team are to work closer with Kwin developers to reinforce the integration of the KDE window manager into the project. The announcement was made at the end of the joint Gnome and KDE Gran Canaria Desktop Summit that came to a close July 11.